AccountId: 011433970860
ContactId: aded0bf2-545b-4e32-8a58-8329f0109cb2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260928 ms
Total Talk Time (AGENT): 119690 ms
Total Talk Time (CUSTOMER): 76304 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/aded0bf2-545b-4e32-8a58-8329f0109cb2_20250410T16:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi I was calling, uh, I am retiring from my state job and I need to continue coverage so I was trying to uh get that set up.
[AGENT][NEUTRAL] All right. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] All right, Ms. [PII], um, do you happen to have the policy number on hand so we can look at the information of it?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let me see, I'm not sure that I do.
[AGENT][NEUTRAL] We can search it up using um.
[CUSTOMER][NEUTRAL] OK, I think the last, I think the last thing I have, uh, the last card I've got says policy slash certification number, is that what you need?
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] 00606625
[AGENT][NEUTRAL] All right. I was able to pull up your policy and just for verification steps, can you tell me your date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII] and my address is [PII].
[AGENT][POSITIVE] All right, thank you very much, Mr. [PII]. um.
[AGENT][NEUTRAL] OK, I see the policy here and I only have
[AGENT][NEUTRAL] A dental policy. Alright. Um,
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] All right. Uh, I can, let's look at the information that we have.
[AGENT][NEUTRAL] All right. I can have the portability um documents mailed to you so that way you can fill them out with um
[AGENT][NEUTRAL] What, whatever be the method of payment that you decide and you can email it, mail it to us or fax it once um.
[CUSTOMER][NEUTRAL] OK, well I'm retiring pretty soon here so I don't know if I have time for the mailing thing, can you?
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Email it to me or what what can I do to kind of expedite that because I don't wanna lapse.
[AGENT][NEUTRAL] Yes, uh, we understand.
[CUSTOMER][NEUTRAL] Hello
[AGENT][NEUTRAL] We can email the form to you. It will take a day or two to have the uh customized uh format for you, um, and we will be emailing it. What is a good email address that we can use for it?
[CUSTOMER][NEUTRAL] OK, it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And would you like me to um
[AGENT][NEUTRAL] Keep the email address into the policy information.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, Ms. [PII], I will go ahead and place the request for um the portability documents to be emailed to you and um just in case, um we will have them mailed to you as well.
[AGENT][NEUTRAL] Um, in the email, it will have all the information of the fax, uh, mailing address, emailing address where you have to send it back to for processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that's my main thing I appreciate it.
[AGENT][POSITIVE] You're very welcome. I hope you have a nice day.
[CUSTOMER][POSITIVE] All right, you too. Thank you.
[AGENT][POSITIVE] Thank you, bye bye.